At CASA25, Melissa Holtz, Senior Research Manager at IDC, led a high-energy discussion on one of the most strategic questions in communications today:

how can telcos reclaim ownership and differentiation in an API-driven, AI-infused world?

The panel — featuring Michael Brandenburg (RingCentral), Nicola Fidanzia (Ooma/2600Hz), Jörgen Björkner (iotcomms.io), and Jon Brinton (Crexendo/NetSapiens) — explored how service providers can build their own platforms without depending entirely on hyperscalers or global CPaaS vendors. The result was a candid look at what “platform sovereignty” really means — and why vertical APIs and agentic AI may finally make it possible.

APIs as the Glue in a Fragmented Ecosystem

Melissa opened with a key observation:

“It’s not just about CPaaS or network APIs. APIs are the glue connecting everyone across the ecosystem.”

Indeed, all four panelists represent different layers of that ecosystem — from UCaaS/CCaaS platforms to deep API frameworks and full-stack CPaaS offerings. What unites them is the belief that flexibility and control matter again. Telcos want the ability to deploy locally, meet compliance and sovereignty requirements, and build services that reflect their customers’ realities — not someone else’s roadmap.

From Open Platforms to Vertical APIs

RingCentral’s Michael Brandenburg reminded the audience that the company’s journey toward an open platform started more than a decade ago — long before “CPaaS” was a mainstream term.

“We don’t really call it a CPaaS, but everything we do is API-enabled,” he said.

“The milestone moment was when we opened our platform and built around APIs — that’s what allowed UCaaS, CCaaS, events, and AI to converge.”

That convergence has made RingCentral’s approach increasingly “verticalized.” Financial services, healthcare, and retail clients now expect communication tools that speak their business language.

“Standalone solutions are no longer a go-forward strategy,” Brandenburg emphasized. “Every engagement starts with integration.”

iotcomms.io: Bottom-Up Innovation and AI Data Bridges

For Jörgen Björkner, co-founder of iotcomms.io, the story starts from the bottom up. His company works closely with developers and telcos to solve specific problems, often co-creating solutions before standardizing them for others.

“Instead of saying, ‘here’s our standard API, good luck,’ we collaborate deeply with our partners. Every challenge we solve becomes a reusable module for the next one.”

That hands-on approach led to AI Connect, an AI-enabled service that unifies real-time telco data and metadata for AI systems. It bridges the messy world of codecs, networks, and protocols — feeding AI platforms clean, contextual streams.

For Björkner, the lesson is clear: innovation happens when telcos and developers meet halfway, not when they operate in silos.

Crexendo (NetSapiens): Compliance, Customization, and the Partner Edge

Jon Brinton, CRO of Crexendo (NetSapiens), described a company that powers over 7 million users through 235+ service providers worldwide — often invisibly.

“We’re the NVIDIA inside their experience,” he said. “End customers don’t know it’s NetSapiens — our partners are the ones bringing vision and vertical specialization.”

That partner-led model has created surprising success stories, from financial compliance use cases to pest control field services — all powered by APIs. The challenge, Brinton noted, is balancing agility with reliability and security:

“With that many deployments, you can’t break what’s already working. Every update has to respect compliance frameworks, privacy, and sovereignty.”

Crexendo uses early-access programs and iterative DevOps cycles to test new AI capabilities safely — echoing a theme across the panel: AI can’t just be plugged in; it has to be governed.

Ooma / 2600Hz: Voice Reimagined, ROI Proven

Nicola Fidanzia of Ooma/2600Hz highlighted a white-labeled platform that lets telcos and niche providers build their own branded UCaaS, CCaaS, and CPaaS offerings. The flexibility is crucial, but the results speak louder.

He shared a case study with ServiceTitan, a platform for electricians, plumbers, and HVAC installers:

“By integrating our APIs with their preferred AI provider, they went to market in under two quarters — and increased lead conversion by 11%.”

Fidanzia also pushed back on the “voice is dead” narrative:

“Voice is still king. AI gives it a second life as another data channel — one that’s natural, human, and incredibly powerful.”

His advice for telcos experimenting with AI was pragmatic: start small.

“Don’t chase impossible problems. Begin with simple AI tasks in voice, see real outcomes, and build from there.”

Beyond Tech: Cultural Transformation and DevOps Mindset

For Björkner, the hardest challenge isn’t APIs or AI — it’s culture.

“Technology is the easy part. The real shift is how you organize around it.”

He contrasted today’s agile DevOps loops with the old telco model of multi-year feedback cycles.

“In the past, it took a year to learn something was broken — and another year to fix it. Now, the same team builds, runs, and fixes in real time.”

That mindset shift — from silos to speed — is what telcos must internalize if they want to own their platforms rather than rent them.

Guardrails for an AI-Driven Future

As the discussion closed, Holtz returned to AI’s risks — hallucinations, toxicity, and loss of control.

Brinton summed up the group’s philosophy:

“Start with the problem. Involve customers early. Use AI as a pillar, not a starting point. Feedback from partners and users is the best guardrail you’ll ever build.”

Key Takeaways

• Ownership matters again — telcos want flexible, sovereign platforms they can deploy locally.
• APIs are the new backbone — enabling integration, verticalization, and business differentiation.
• AI is here — but governance and culture determine success.
• Voice is reborn — as a rich, data-driven input channel for intelligent engagement.
• DevOps and co-creation are replacing the old vendor-carrier model with something faster, more collaborative, and ultimately, more human.

CASA25 once again showed how the CPaaS, UCaaS, and network API worlds are converging — and how telcos can finally build platforms they truly own.